Help Desk Intern

Summary:

The Help Desk Intern will assist with calls and emails via Zendesk, perform basic troubleshooting, and escalate issues as needed. Additional duties include shipping and receiving IT equipment, testing devices, and managing inventory through the depot program. This role offers hands-on experience in IT support and equipment management.

Essential Functions:

• Assist with troubleshooting hardware, software, and network issues.
• Log and manage IT support tickets.
• Support system updates, installations, and maintenance.
• Provide basic user support and IT guidance.
• Set up and configure company devices.
• Document IT issues and solutions.
• Escalate complex problems to senior staff.
• Follow IT security policies and best practices.
• Collaborate with the IT team to improve support processes.
• Gain hands-on experience with corporate IT systems.
• Answer calls from stores to assist with troubleshooting minor issues, escalating to a senior technician as needed
• Assist with investigating and troubleshooting issues reported by users at the corporate office.
• Assist with shipping out part replacements for faulty equipment to stores and receiving equipment back from stores that needs to be tested and checked into the depot.
• Create repair or RMA orders with vendors for equipment that needs to be shipped out for repair.

Knowledge, Skills, and Abilities:

• Basic understanding of IT systems and troubleshooting.
• Strong problem-solving and communication skills.
• Customer service experience is a plus.
• Ability to multitask and stay organized.
• Attention to detail and ability to follow instructions.
• Team-oriented with a willingness to learn.

Minimum Requirements:

• Education: Enrolled in a bachelor’s or master’s program in Computer Science, IT, or a related field.
• Technical Skills: Basic knowledge of operating systems, networking, and scripting (e.g., Python).
• Problem-solving: Strong analytical and troubleshooting skills.
• Communication: Good verbal and written communication.
• Willingness to Learn: Ready to adapt and grow in a fast-paced environment.

Physical Demands:

Learned physical skill is required for keyboarding and use of peripheral equipment. Moderate lifting.

Work Environment:

The work environment includes typical computer-related noise with exposure to computer hardware and video screens. It is fast paced with production issues dictating and changing work priorities. The incumbent is on call to provide support services during off hours. Scheduled night and weekend work is required.  You must be energetic and self-motivated to keep up.

• Ethics: Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and honorably; Upholds organizational values.
• Safety Security: Employees must follow all safety policies and procedures to ensure an accident-free workplace.
• Rack Room Shoes/ Off Broadway Shoes is an equal opportunity employer that values diversity at all levels (EOE).

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills requires of the position. All employees may have other duties assigned at any time.